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Summary:

Whether you like it or not, Twitter is changing the way people communicate, and digital media companies are eager to harness this new tool.…

Tony Hsieh 210
photo: AP Images

Whether you like it or not, Twitter is changing the way people communicate, and digital media companies are eager to harness this new tool. Every week, we

  1. Tony Hsieh (CEO - Zappos.com) Thursday, July 2, 2009

    I just wanted to clarify that not responding on twitter through an @ reply on the zappos account is a conscious decision, but conversations actually do happen — they just aren't visible in the twitter stream at twitter.com/zappos.

    Whenever I reply personally to people, I always send a direct message so that the twitter stream at twitter.com/zappos does not get cluttered. We also have another account that is managed by our Customer Loyalty Team at twitter.com/zappos_service — that team responds to public tweets that mention zappos using @ replies from that account.

    Hope that clarifies things, please feel free to contact me if you have any questions!

    Tony Hsieh – CEO – Zappos.com

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  2. Thanks for responding, Tony.

    I thought you might be actively DMing people — which is definitely two-way communication — it's just not apparent to someone who might stumble upon your account. (And that's the perspective we're trying provide with the report card).

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  3. I can confirm that Tony replies to @ replies via DM. Very impressive considering the volume he must get.

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  4. I am an admirer of Zappos, Tony and the culture and team he has assembled. Also am a follower on Twitter and enjoy reading his tweets. Tony is the real deal!

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